E.on bids to “reset” customer relations

E.on has launched a “fundamental review” of its products and the relationship it has with customers after admitting it and others in the energy sector have allowed a “situation of mistrust” to develop.

The supplier’s 28,000-strong customer panel will be used to assess its tariffs, bills, customer payment methods and sales methods.

It will also set up what it claims is an industry first “Independent Customer Council” involving business leaders, politicians, consumer groups and customers to advise on changes.

In a letter to customers, CEO Tony Cocker says: “As an energy company, we need to recognise that we’ve allowed a situation of mistrust to develop because much of what we do appears complex and confusing to our customers.

“We have not been transparent either about our costs and how much money we make, so it’s no wonder that as worldwide prices rise, customers have felt we were to blame.

“What we are doing is nothing less than pressing the reset button on our relationship with our customers, and this will give a new focus and a new drive to many of the things we do today.”

British Gas announced earlier today (24 November) that it will introduce simpler tariffs and more transparent bills as it looks to regain the trust of its customers.

All the major suppliers – British Gas, E.on, EDF Energy, Npower, Scottish Power and Scottish & Southern – have come under fire from consumers and Ofgem for above inflation price rises this year.

E.on says changes resulting from the review will be implemented on an ongoing basis.

Recommended

The marketing services industry is creating and bolstering schemes to get young people without a university education into the profession as the government turns to the private sector to help arrest rising levels of youth unemployment.

Things might be looking up for Dixons as it reports improving performance, but now that Best Buy is out of the picture and Comet has been sold, perhaps it should be looking towards Tesco as the real competition in the electricals market. Dixons’ results today (24 November) at least show progress, which is a far […]

NOT REGISTERED? IT'S FREE, QUICK AND EASY!

Already a member?

Sign in

Register and receive the best content from the only UK title 100% dedicated to serving marketers' needs.

We’ll ask you just a few questions about what you do and where you work. The more we know about our visitors, the better and more relevant content we can provide for them. And, yes, knowing our audience better helps us find commercial partners too. Don't worry, we won't share your information with other parties, unless you give us permission to do so.

THE BEST CONTENT

Our award winning editorial team (PPA Digital Brand of the Year) ask the big questions about the biggest issues on everything from strategy through to execution to help you navigate the fast moving modern marketing landscape.

THE BIGGEST ISSUES

From the opportunities and challenges of emerging technology to the need for greater effectiveness, from the challenge of measurement to building a marketing team fit for the future, we are your guide.

PERSONAL AND PROFESSIONAL DEVELOPMENT

Information, inspiration and advice from the marketing world and beyond that will help you develop as a marketer and as a leader.

Type anything and hit “enter”

Sign in

Not registered yet?

Register and receive the best content from the only UK title 100% dedicated to serving marketers' needs.

We’ll ask you just a few questions about what you do and where you work. The more we know about our visitors, the better and more relevant content we can provide for them. And, yes, knowing our audience better helps us find commercial partners too. Don't worry, we won't share your information with other parties, unless you give us permission to do so.